Target Audience
The target audience for Customer Service in CRM 2016 training is any employee who needs to understand how to use the features of Dynamics CRM 2016 in order to effectively manage customer service operations
This training will be particularly useful for customer service managers, customer service agents, customer service representatives, and customer service technicians
Additionally, the training will also benefit anyone in the customer service field, such as marketing professionals, IT personnel, customer success managers, and even business analysts, who would benefit from a comprehensive understanding of how to use the tools available in Dynamics CRM 2016
Ultimately, this training is designed to help customer service teams gain the knowledge and skills necessary to utilize Dynamics CRM 2016 to its fullest potential
Learning Objectives of Customer Service in CRM 2016
1. Understand various functionalities and processes of Customer Relationship Management (CRM) 2016.
2. Learn to leverage the powerful tools of CRM 2016 to improve customer service.
3. Explore how to set up and manage accounts, contacts, and contracts in the CRM system.
4. Understand the concepts of service scheduling, email marketing and automated workflows in Customer Relationship Management.
5. Identify opportunities to optimize customer service operations with CRM 2016.
6. Recognize how to customize and personalize CRM based on customer’s needs.
7. Explore how to ensure secure access of customer data through CRM 2016.
8. Gain expertise in designing and developing CRM reports and dashboards.
9. Learn to analyze customer service analytics to improve service levels.
10. Assess the use of customer service features and determine how to use them most effectively.
